MEETING OF THE GOVERNOR AND CABINET · 16/06/2011 · Through Excellence In Service, Education, and Enforcement Julie Jones, Executive Director Third Quarter Performance Report:

MEETING OF THE GOVERNOR AND CABINET AS HEAD OF THE DEPARTMENT OF HIGHWAY SAFETY

AND MOTOR VEHICLES

June 16, 2011 AGENDA

Agency Contact: Steven Fielder, 850-617-3195

http://www.flhsmv.gov/agenda/2011/061611Agenda.pdf

1. Respectfully submit the Minutes for March 9, 2011 Cabinet Meeting. Attachment #1. Recommend Approval.

2. Respectfully submit the 3rd Quarter Performance Report for Fiscal Year 2010-2011. Attachment #2. Recommend Approval.

3. Respectfully submit the Performance Contract and Strategic Goals for Fiscal Year 2011-2012. Attachment #3. Recommend Approval

4. Respectfully submit Medical Advisory Board Extensions. Attachment #4. Recommend Approval.

http://www.flhsmv.gov/agenda/2011/061611Agenda.pdf

Providing Highway Safety and SecurityThrough Excellence In Service, Education, and Enforcement

Julie Jones, Executive Director

Third Quarter Performance Report: Fiscal Year 2010 — 2011

Third Quarter Performance Report: Fiscal Year 2010 - 2011 2

Florida Department of Highway Safety and Motor Vehicles

NewsService Delivery: Ensuring Customer-Driven ExcellenceREAL ID One-Year Update: Florida became one of the first states in the nation to issue Real ID compliant credentials. The change brought on new documentation requirements for Florida residents who wish to obtain a driver license or identification card. During the first year of the new requirements, the Department and our tax collector partners issued nearly 3.5 million cre-dentials with the gold star in the upper right corner indicating compliance with the new iden-tification requirements. The website created to prepare Floridians for their next visit to a driver license office, www.GatherGoGet.com, continues to maintain steady traffic. Approximately 35,000 – 40,000 unique visitors seek out the site every week to make sure they have everything needed to obtain a new or renewed license or ID card.

Inspector General’s Office Garners Recognition: The Commission for Florida Law Enforce-ment Accreditation officially recognized and awarded accredited status to the Department’s Office of Inspector General investigative function. The commission independently evaluated the OIG’s investigative policies and procedures against the standards developed by the Chief Inspector General, the Inspectors General Workgroup, and commission staff. By meeting these stringent requirements and prescribed standards, the Department is recognized for the consistency and quality of our investigations.

Department Participates in Inmate Credentialing Pilot: The Department recently partnered with the Florida Depart-ment of Corrections to assist with an inmate credentialing pilot program. The program pairs DHSMV with the Department of Health‘s Office of Vital Statistics and the Social Security Administration to help soon-to-be released inmates obtain an identi-fication card before their release. Obtaining the required documentation for an ID card can be difficult for some, and assisting inmates with the process before their release helps simplify their transition back into society.

Safety First: Protection through Service, Education and EnforcementPreliminary Figures Show Crash Fatalities Fall for Fifth Year Straight: In 2010, Florida experienced 2,459 traffic crash fatali-ties, a three-decade low and an annual decrease of more than five percent, according to preliminary data from the Florida Department of Highway Safety and Motor Vehicles. By comparison, 2,563 people died in traffic crashes in 2009. The number of crash fatalities in 2010 is the lowest the state has seen since 1978 even though the Sunshine State’s population has dou-bled since that time. The final count for 2010 will be available later this year when the Department publishes its annual Traffic Crash Statistics Report 2010. Reports from previous years are available online at www.flhsmv.gov/html/safety.html.

MADD Names Evans Law Enforcement Officer of the Year: Mothers Against Drunk Driving named Trooper Ronald Evans Jr. as the MADD Law Enforcement Officer of the Year and honored 10 other troopers, along with officers from agencies around the state, at a ceremony held on March 14. The Florida Highway Patrol also awarded Trooper Evans the Hurd-Smith award for 2011. The award recognizes the trooper who leads FHP in Driving Under the Influence apprehensions for the year. Evans, stationed in Land O’Lakes, made 238 DUI arrests last year. FHP also recognized these troopers for their efforts to remove im-paired drivers from the roadways by making more than 100 DUI arrests in 2010.

SLECA Honors State Law Enforcement Officers: The State Law Enforcement Chiefs Association conducted its annual awards ceremony on March 3. Three Florida Highway Patrol members were recognized at the ceremony.

Trooper Danyen Komorek was nominated for Officer of the Year for her role in pulling an unresponsive driver out of a burning vehicle almost immediately after it crashed, saving the driver’s life. Lt. Roy W. Jackson Jr. was nominated for Investigator of the Year for his innovative efforts to investigate a cargo theft ring operating in Duval and Hillsborough counties. SLECA awarded Trooper Tammye Broughton the Medal of Valor for stopping a conflict in Miami where a subject had already shot an officer from the Department of Environmental Protection twice and was struggling with an agent from the Bureau of Alcohol, Tobacco, Firearms and Explosives to disarm him.

Bike Week Task Force Recovers 35 Motorcycles: Department representatives in Deland participat-ed in the Volusia County Sheriff’s Department Task Force operations on March 4-12, during the Daytona Beach Bike Week event. The Task Force conducted inspections within the unincorporated areas of Volusia County, and within



Daytona Beach, Ormond Beach, Port Orange, New Smyrna Beach, Deland and South Daytona. The Task Force recovered 35 stolen or altered motorcycles and one enclosed trailer during the nine-day period.

Workforce: Valuing Our Members Department Garners Award for Outstanding Training: The Department’s Learning and Development Office has been named a Learning! 100 award winner. Elearning! Media Group hosts the award program to honor top learning organizations. The award recognizes DHSMV for its learning culture, innovation and organizational performance. The Department’s imple-mentation of iLearn, a web-based learning management system, last year was paramount to the success that helped the agency land the award.

Project T.N.T. (Together Navigating Tomorrow): Project T.N.T. is an exciting and progres-sive initiative by and for DHSMV members. Its goal is to identify our biggest challenges and best solutions. The Project began with member surveys and regional workshops to identify important issues and cross-divisional teams have been working to develop recommenda-tions to improve the agency’s performance. By identifying issues that are important to our members, customers and stakeholders, Project T.N.T. is helping DHSMV chart a path that will ensure our continued success as the nation’s premier highway safety agency. To date, Proj-ect T.N.T. teams have identified 45 quick wins, many of which the agency has implemented. All 17 teams presented short-term, intermediate and long-term recommendations to the Department’s Executive Leadership Team on April 4-8. The leadership team has reviewed the recommendations and is integrating some of them into the agency’s strategic plan for Fiscal Year 2011-2012.



Revenue Information

3rd Quarter Trust Fund General Revenue Total $392,249,054 $264,155,181 $656,404,235

$10,730,889 (2%)

$103,611,118 (16%)

$9,061,711 (1%)$4,383,049 (1%)

$5,914,194 (1%)$4,584,972 (1%)

$243,532,386 (37%)

$264,155,181(40%)

Where The Money Goes

Where The Money Comes From

$11,569,803 (2%)

$441,347,242 (67%)

$5,529,972(1%)

$6,133,339 (1%)

$76,907,144 (12%)

$20,477,761 (3%)

HSMV Agency Funding

Specialty Plate Organizations

Dept of Juvenile Justice

Fish & Wildlife Conservation Commission

Law Enforcement Radio TF

Dept of Transportation

General Revenue Funded Programs

Fuel Use Tax

Air Pollutions Control-DEP

Other

$94,438,976 (14%)

$5,529,972 (1%)$4,900,763 (1%)

3rd Quarter Trust Fund General Revenue Total $392,249,054 $264,155,181 $656,404,235

$10,730,889 (2%)

$103,611,118 (16%)

$9,061,711 (1%)$4,383,049 (1%)

$5,914,194 (1%)$4,584,972 (1%)

$243,532,386 (37%)

$264,155,181(40%)

Where The Money Goes

Where The Money Comes From

$11,569,803 (2%)

$441,347,242 (67%)

$5,529,972(1%)

$6,133,339 (1%)

$76,907,144 (12%)

$20,477,761 (3%)

HSMV Agency Funding

Specialty Plate Organizations

Dept of Juvenile Justice

Fish & Wildlife Conservation Commission

Law Enforcement Radio TF

Dept of Transportation

General Revenue Funded Programs

Fuel Use Tax

Air Pollutions Control-DEP

Other

$94,438,976 (14%)

$5,529,972 (1%)$4,900,763 (1%)



Performance Measures

Measure 3rd Qtr. 3rd Qtr. YTD Actual Annual 2009-10 2010-11 2010-11 Standard

Service Delivery - Employ strategies that ensure customer-driven excellence.1. Number of motorists assisted by FHP 68,298 64,924 202,835 300,000

2. Percent of driver license office customers waiting 54.3% 46.6% 47.9% 80%15 minutes or less for service (a)

3. Percent of driver license office customers waiting 71.8% 62.7% 64.7% 95%less than 30 minutes for service (a)

4. Percent of customer service phone calls answered by the Customer 29.1% 23.7% 22.8% 70%Service Center within two minutes of being placed in the queue (b)

5. Number of highway crashes investigated by FHP 54,244 53,308 160,065 235,000

6. Percent of fatal highway crashes investigated by FHP to all fatal highway 64.6% 56.0% 58.7% 60%crashes investigated by law enforcement in Florida

7. Percent of traffic homicide investigations completed within 68.5% 66.5% 66.6% 80.0%90 days of crash (c)

8. Percent of calls for service responded to within 30 minutes 68.1% 68.9% 69.3% 65.0%

9. Percent of traffic investigation hours for FHP troopers and corporals to 25.7% 25.5% 24.7% 23.0%total duty hours for FHP troopers and corporals

10. Percent of criminal investigation cases resolved within 30 days 61.9% 36.6% 44.5% 50%

11. Percent of professional compliance investigation cases completed 78.6% 70.0% 57.1% 80%within 45 days(d)

12. Number of corrections per 1,000 driver records maintained (e) 6.3 6.8 6.7 4.0

13. Number of driver licenses and identification cards issued (f ) 1,161,002 1,339,298 3,860,714 6,200,000

14. Percent of vehicle/vessel titles issued without error 92.4% 94.1% 95.1% 92%

15. Number of motor vehicle/manufactured home/vessel titles issued 1,364,573 1,503,421 4,036,985 5,750,000

16. Number of motor vehicle/manufactured home/vessel 4,936,665 5,193,261 14,127,596 21,300,000 registrations issued

17. Percent of titles issued within three workdays of request 100% 100% 100% 98.0%

18. Percent of motor vehicle, manufactured home and recreation vehicle 99.8% 99.2% 99.6% 99.0%dealer licenses issued within five workdays of receipt ofcompleted dealer application

19. Percent of paper titles issued for motor vehicles, manufactured homes 81.1% 81.5% 77.7% 80.0%and vessels to all titles issued

20. Percent of biennial motor vehicle, manufactured home and vessel 6.8% 7.9% 7.8% 6.0%registrations issued to all registrations issued eligible for biennial registration

Safety – Protect our citizens’ lives and personal security through service, education, and enforcement. 21. Florida highway fatality rate per 100 million vehicle miles traveled Annual Annual Annual 1.5

22. Florida alcohol-related highway fatality rate per 100 million vehicle Annual Annual Annual 0.58miles traveled

23. Florida’s seat belt compliance rate Annual Annual 87.4% 85.0%



Performance Measures

24. Percent of preventive patrol hours for FHP troopers and corporals to 49.8% 51.6% 50.5% 52.0%total duty hours for FHP troopers and corporals

25. Number/ percent of registered vehicles that meet Florida’s 11,770,491 11,835,904 11,835,904 N/Aminimum insurance requirements 95.8% 96.9% 96.3% 95.0%

26. Number/ percent of driving related sanctions issued to all 33,690 28,905 88,066 130,000sanctions issued 7.4% 6.5% 5.9% 5.0%

27. Percent of “Driving Under the Influence” course graduates who do not Annual Annual Annual 90%have another DUI conviction within four years of graduation

28. Percent of new manufactured home warranty complaints to new 0.67% 0.65% 0.61% 0.60%manufactured homes titled

29. Number of manufactured homes inspected in plants (g) 758 895 2,476 6,000

30. Number of rebuilt salvage motor vehicles inspected 10,270 11,933 32,443 25,000

31. Number of dealer licenses issued (includes motor vehicle and Annual Annual Annual 12,800manufactured home dealers, and manufacturers licenses) Workforce – Build an environment that regards our members as our most valuable resource.32. Percent of FHP recruit graduates who passed certification exam on - 82% 87% 95%initial testing

33. Percent turnover for all FHP troopers and corporals 3.1% 3.7% 3.7% 7.5%

34. Percent of administrative/training hours for FHP troopers and corporals 24.5% 22.9% 24.8% 25.0%to total duty hours for FHP troopers and corporals Performance Management – Take an integrated approach to measure, manage, and improve our organizational performance to further the agency’s mission.35. Agency administration and support costs as a percent to total 4.68% 4.69% 4.66% 5.00%agency costs

36. Number/percent of non-driving related sanctions issued to all 424,773 418,467 1,406,799 2,470,000 /sanctions issued 92.6% 93.5% 94.1% 95%

37. Cost per motor vehicle/manufactured home/vessel title issued Annual Annual Annual $2.75

38. Percent of International Fuel Tax Agreement audits completed to all 0.66% 0.59% 1.87% 3.00%International Fuel Tax agreements (h)

39. Percent of International Registration Plan Agreement audits completed 1.09% 0.95% 3.06% 3.00%to all International Registration Plan agreements

Measure 3rd Qtr. 3rd Qtr. YTD Actual Annual 2009-10 2010-11 2010-11 Standard



Performance MeasuresPerformance Explanation

a) Percent of driver license office customers waiting 15 minutes or less for service and Percent of driver license office customers waiting less than 30 minutes for service – The Department continues to experience a high vacancy rate (almost 20%) among our driver license examiners during the quarter. This vacancy rate is exacerbated by the continued transition of driver license services to tax collectors statewide. The Department has recently reallocated resources to address this issue.

b) Percent of customer service phone calls answered by the Customer Service Center within 2 minutes of being placed in the queue – Call volume continues to exceed the number of available customer service representatives to answer incom-ing calls. Research has been conducted to identify the most frequent types of calls and actions are being taken to reduce these recurring types of calls. c) Percent of highway homicide investigations completed within 90 days of crash – The complexity of the underlying issues are key factors in the amount of time necessary to complete each investigation. The Patrol recently instituted measures to ensure the thoroughness of all traffic homicide investigations. For example, the abbreviated reporting format has been eliminated to ensure a more comprehensive investigation and investigators are required to maintain constant contact with the victim’s family and the State Attorney’s Office to provide them with periodic updates on case status. These changes have resulted in increased time required to complete investigations. The Department is planning to train all troopers to perform traffic homicide investigations.

d) Professional compliance investigation cases completed within 45 days – Professional compliance investigations are performed by the Inspector General to address allegations of member misconduct, fraud, waste or mismanagement. The complexity of the underlying issues are key factors in the amount of time necessary to complete each investigation.

e) Number of corrections per 1,000 driver records maintained – The majority of errors on the driver’s record are made by or reported by outside agencies (courts and other state motor vehicle agencies). The Department, through a Florida DOT grant, worked with various agencies to identify the causes for errors. Consequently, a two-year plan has been developed to re-write internal systems to reduce citation data error transmissions. The implementation of our new citation inventory system will occur in July of 2011.

f) Number of driver licenses and identification cards issued – In September 2009, law changes increased driver license fees while also discontinuing the ability to issue both a driver license and an identification card to an individual (in order to comply with the Federal Real ID Act). Since this time, the Department has experienced a reduction in issuance of both types of credentials.

g) Number of manufactured homes inspected in plants – For the past several fiscal years, production in mobile/manufac-tured home plants decreased resulting in fewer homes to be inspected. The Department continues to inspect 100% of all mobile/manufactured homes produced in Florida plants.

h) Percent of International Fuel Tax Agreement (IFTA) audits completed to all International Fuel Tax agreements – The number of International Fuel Tax Agreement (IFTA) audits completed for the quarter ended March 31, 2011, is a reflection of the complexity of some of the audits performed. The Department’s performance of audits was adversely affected by a vacancy in the Review Unit. This position is currently in the process of being filled.



Purchases

Software to provide partial tag searches on the DAVID sys-tem. Single Source, Order No. A35B4C.

Technical assistance for the replacement of the Depart-ment’s mainframe computer system. RFQ# 010-11, Order No. A39E0D.

Promotional items to be used in conjunction with educa-tional outreach events to publicize Occupant Safety Pro-grams. ITB3 009-11, Order No. A36C0F.

R.L. Polk & CO.Southfield, MI

$35,500

TekSystems, Inc.Tallahassee, FL

$63,550

Red Enterprises, LLCTallahassee, FL

$100,000

Purchases Made In Excess Of $35,000 And Not In Conjunction With State ContractsJanuary Through March 2011

Julie L. Jones: Executive Director

Annual Performance

Contract Fiscal Year • 2011 - 2012

DHSMV Annual Performance Contract FY 2011-20122

June 16, 2011

Executive Director’s Message:

The Florida Department of Highway Safety and Motor Vehicles touches the lives of millions of residents and visitors to our great state each year. With more than 4,500 members serving throughout Florida, we are fo-cused on ensuring public safety and providing exceptional services to all of our customers.

This contract contains performance measures and standards for the 2011-2012 fiscal year. Each measure is linked to our Department’s Strategic Plan for the coming year and reflects a continuing commitment to our mission of providing public safety and security through excellence in service, education and enforcement.

The Department will report our performance to the Governor, Cabinet and the public each quarter, and an annual report will be made at the conclusion of the fiscal year. A new dashboard reporting the Department’s performance will be updated each month at www.flhsmv.gov.

Our members have the unique opportunity to make a positive impact on the customers we serve. Through the efforts of our members, stakeholders and partners, we remain committed to our vision of a safer Florida.

Julie JonesExecutive Director


PUBLIC SAFETY – Protect the lives and personal security of our residents and visitors through enforcement, service and education. A. Highwaycrashes ANNUAL STANDARD1. % change in highway fatalities to previous year 0% or reduction2. % change in highway crashes to previous year 0% or reduction3. % change in highway injuries to previous year 0% or reduction4. % change in teen drivers involved in fatal crashes to previous year 0% or reduction5. % change in alcohol-related fatalities to previous year 0% or reduction6. % change in commercial vehicle crashes to previous year 2% or greater reductionB. Highwaysafetyeducationandenforcement7. % of duty hours spent on patrol and investigation activities 72%8. Number of highway safety education hours provided 7,5009. Number of commercial vehicle inspections performed 75,600C. CriminalInvestigations10. % of criminal investigation cases resolved within 90 days 70%11. % of field intelligence reports reviewed, analyzed and disseminated within 30 days 75%

RELIABLE SERVICE DELIVERY – Provide efficient and effective services that exceed the expectations of our customers and stakeholders. A. Motoristtransactionssuccessfullycompleted 12. % of registration transactions successfully completed 95%13. % of title transactions successfully completed 90%14. % of driver license and identification card transactions successfully completed 98%15. % of disabled parking permit transactions successfully completed 98%16. % of temporary operating permit transactions for heavy commercial trucks 90% successfully completedB. Customerservicescompletedtimely17. % of calls for service responded to by FHP within 30 minutes 65%18. % of driver license office customers waiting 30 minutes or less for service 95%19. % of titles issued within 3 workdays of request 98%20. % change in average wait time for Customer Service Center calls to previous year 5% or greater reduction21. % of business licenses issued timely 98%C. CustomerSatisfaction22. % of customers that rate services as satisfactory or better 85%


LEVERAGE TECHNOLOGY – Build upon the department’s successful integration of technology into the way we do business. A. CustomerTechnologyUse ANNUAL STANDARD23. % of customers being served via internet 20%24. % of motor vehicle and vessel titles issued electronically 20%25. % change in Emergency Contact Information registrants to previous year 10% or greater increaseB. NewTechnologyProjects26. % of new projects developed and implemented timely 95%27. % of time dedicated to research and development 20%C. Computersupportuptimeavailabletoourpartners28. % of Mainframe system uptime 99.9%29. % of Oracle uptime 99.9%30. % of SQL server uptime 99.9%31. % of Customer Information Control System (CICS) uptime 99.9%

TALENT CREATION AND DEVELOPMENT – Build a business environment that regards our members as our most valuable resource. 32. % of members who rate job satisfaction as satisfactory or better 75% 33. % change in leadership training program participation to previous year 1% or greater increase 34. % change of positions filled by internal promotion to previous year 1% or greater increase

Documents

MEETING OF THE GOVERNOR AND CABINET · 16/06/2011 · Through Excellence In Service, Education, and Enforcement Julie Jones, Executive Director Third Quarter Performance Report: